Redesigning Earning Screen
Overview
A thoughtful redesign of the earnings page that improved clarity, increased driver ratings by 35%, and reduced support chats by 70%.
Why does this matter?
We had observed a large number of rides where the captains were not started unless customer calls leading to delay in ride starting
Low Earnings Ratings and Rising Support Chats
Through regular feedback tracking, we noticed consistently low ratings for the earnings experience. Drivers struggled to understand their payouts, leading to a surge in support chats seeking clarification.
TImeline
3 Weeks (100% Release)
Team
1 PM, 1 Designer, 3 Frontend
Identifying the Core Problem
Following a pattern of below average ratings, we conducted discussions with captains to deeply understand their concerns and identify the underlying issues in the earnings experience.
Transparency
The earnings breakdown was unclear, leaving captains confused about how they were paid for completed rides.
trust
There is a breach of trust which is making the captains have a feeling that the company is taking the waiting money away from their earning
What does the old experience look like
Now lets look at the redesign
Validating the Prototype with Drivers
We conducted hands on user testing sessions with drivers, asking them to complete key tasks using the prototype. We observed their interactions in real time and followed up with structured questions to understand clarity, usability, and perception of earnings.
Clear Understanding of Earnings
Drivers were able to accurately explain their ride earnings, including waiting charges, demonstrating improved payout clarity.
Extra Earnings Created Delight
There is a breach of trust which is making the captains have a feeling that the company is taking the waiting money away from their earning
End of Ride Clarity
By ride completion, drivers clearly understood the final amount credited after deductions, reducing ambiguity and doubt.
driver ratings
The redesigned screen received 35 % higher ratings compared to the previous experience, validating improved usability and trust.
Impact
Reduced Support Dependency
Post launch of the redesigned earnings experience, payout related support chats dropped by 70 % , signaling stronger clarity and reduced confusion.
Improved Driver rating
Prototype testing showed a 35 % increase in driver ratings, confirming that the new design effectively addressed core trust and transparency concerns.
Home
Redesigning Earning Screen
Overview
A thoughtful redesign of the earnings page that improved clarity, increased driver ratings by 35%, and reduced support chats by 70%.
Why does this matter?
We had observed a large number of rides where the captains were not started unless customer calls leading to delay in ride starting
Low Earnings Ratings and Rising Support Chats
Through regular feedback tracking, we noticed consistently low ratings for the earnings experience. Drivers struggled to understand their payouts, leading to a surge in support chats seeking clarification.
TImeline
3 Weeks (100% Release)
Team
1 PM, 1 Designer, 3 Frontend
Identifying the Core Problem
Following a pattern of below average ratings, we conducted discussions with captains to deeply understand their concerns and identify the underlying issues in the earnings experience.
Transparency
The earnings breakdown was unclear, leaving captains confused about how they were paid for completed rides.
trust
There is a breach of trust which is making the captains have a feeling that the company is taking the waiting money away from their earning
What does the old experience look like
Now lets look at the redesign
Validating the Prototype with Drivers
We conducted hands on user testing sessions with drivers, asking them to complete key tasks using the prototype. We observed their interactions in real time and followed up with structured questions to understand clarity, usability, and perception of earnings.
Clear Understanding of Earnings
Drivers were able to accurately explain their ride earnings, including waiting charges, demonstrating improved payout clarity.
Extra Earnings Created Delight
There is a breach of trust which is making the captains have a feeling that the company is taking the waiting money away from their earning
End of Ride Clarity
By ride completion, drivers clearly understood the final amount credited after deductions, reducing ambiguity and doubt.
driver ratings
The redesigned screen received 35 % higher ratings compared to the previous experience, validating improved usability and trust.
Impact
Reduced Support Dependency
Post launch of the redesigned earnings experience, payout related support chats dropped by 70 % , signaling stronger clarity and reduced confusion.
Improved Driver rating
Prototype testing showed a 35 % increase in driver ratings, confirming that the new design effectively addressed core trust and transparency concerns.
Home
Redesigning Earning Screen
Overview
A thoughtful redesign of the earnings page that improved clarity, increased driver ratings by 35%, and reduced support chats by 70%.
Why does this matter?
It is critical for drivers to clearly understand their earnings, as payouts are the most important part of the driving experience.
Low Earnings Ratings and Rising Support Chats
Through regular feedback tracking, we noticed consistently low ratings for the earnings experience. Drivers struggled to understand their payouts, leading to a surge in support chats seeking clarification.
TImeline
3 Weeks (100% Release)
Team
1 PM, 1 Designer, 2 Frontend
Identifying the Core Problem
Following a pattern of below average ratings, we conducted discussions with captains to deeply understand their concerns and identify the underlying issues in the earnings experience.
Confusion
The earnings breakdown was unclear, leaving captains confused about how they were paid for completed rides.
trust
When earnings lack clarity, trust in the system declines, directly impacting retention and new driver acquisition.
What does the current screen look like
Now lets look at the redesign
Validating the Prototype with Drivers
We conducted hands on user testing sessions with drivers, asking them to complete key tasks using the prototype. We observed their interactions in real time and followed up with structured questions to understand clarity, usability, and perception of earnings.
Clear Understanding of Earnings
Drivers were able to accurately explain their ride earnings, including waiting charges, demonstrating improved payout clarity.
Extra Earnings Created Delight
The prominent “Extra Earnings” section increased visibility of incentives and boosted motivation and positive sentiment.
End of Ride Clarity
By ride completion, drivers clearly understood the final amount credited after deductions, reducing ambiguity and doubt.
driver ratings
The redesigned screen received 35 % higher ratings compared to the previous experience, validating improved usability and trust.
Impact
Reduced Support Dependency
Post launch of the redesigned earnings experience, payout related support chats dropped by 70 % , signaling stronger clarity and reduced confusion.
Improved Driver rating
Prototype testing showed a 35 % increase in driver ratings, confirming that the new design effectively addressed core trust and transparency concerns.